Abstract: A method is implemented in a computer infrastructure having computer executable code tangibly embodied on a computer readable storage medium having programming instructions. The programming instructions are operable to receive data including code inspection services defect analysis data of a software development project and process the data. Additionally, the programming instructions are operable to determine one or more business metrics based on the data and generate at least one report based on the one or more business metrics.

Abstract: A method is implemented in a computer infrastructure having computer executable code tangibly embodied on a computer readable storage medium having programming instructions. The programming instructions are operable to receive a tool error output determined by a code inspection tool and select at least one defect classification mapping profile based on the code inspection tool. Additionally, the programming instructions are operable to map the tool error output to one or more output classifications using the selected at least one defect classification mapping profile and generate at least one report based on the one or more output classifications.

Abstract: A method and system to optimally route telephone calls between shared service centers is presented. Using a combination of service tiers, Agent Directory, Instant Messaging (IM), and Voice over Internet Protocol (VoIP) provides optimal routing of incoming calls for assistance. The method utilizes different protocols during normal operations, transitional operations, and emergency operations, and addresses Shared Service Center (SSC) planning and management.

Abstract: A method and system for establishing an Efficient Frontier (EF) and Attainment Rate (AR) for Business Transformation Outsourcing (BTO) is presented. EF is the maximum service level achievable at a point in time for a specific business process or business process area. AR is the pace at which the EF can be reached from an initial value. Clients, outsourcers, and third-parties determine whether proposals are infeasible (above EF) or inefficient (below AR). Fact-based discussions of the merits and limitations of various implementation initiatives are supported. A determination is made as to whether there are any business segments to which different EF and AR apply. Any underlying factors for the EF and AR of each business segment are determined, and any change (rise or fall) of EF over time is predicted to maintain an optimally accurate EF and/or AR for each business segment.

Abstract: Disclosed are a method, a system and a computer program for managing services of human resources. The method comprises the steps of modeling human resources delivery services from a services provider to a client company to determine outputs from inputs and constraints; and constructing an objective function representative of services resources at said services provider. The method also comprises the steps of determining optimum levels of human resources based on said modeling, said constraints, and said objective function; and allocating said human resources based upon said optimum levels. Preferably, said optimum levels of resources are determined over tiers, sites and time periods. The preferred embodiment of the invention is a system and a method for resource allocation on BTO projects. This preferred system includes an optimization model, along with its inputs and outputs. This system may be used to address dynamic client needs before and during BTO projects.

Abstract: A method for recycling used items, such as automotive parts, includes a manufacturer and a network of service centers that are contractually obligated to return used components to a manufacturer in exchange for warranty payment by the manufacturer. The used items are preferably received by the manufacturer without charge from the service centers under the service centers' obligation to return the components to the manufacturer instead of otherwise disposing of them. The manufacturer sells the returned components to a reclamation facility. The reclamation facility extracts reusable elements from the returned components and sells the elements on the open market. The revenue received by the manufacturer from the sale of the returned components to the reclamation facility is recognized as profit to the manufacturer or is used to offset the manufacturer's warranty costs. The method permits the manufacturer to realize previously unrecognized revenue on the processing of recycled goods.

Abstract: Under the present invention when a business process is desired to be outsourced from a client (e.g., a company or governmental unit) to a third party outsourcer, an outsourcing project is initially planned. Typically, the plan includes a plurality of overlapping phases that extend over several time periods. Thereafter, a cost for implementing the outsourcing project is estimated. Should the cost exceed a planned budget of the client, the excess/investment is addressed while an agreement between the client and the outsourcer for the outsourcing project is being reached. This can involve reducing scope, restructuring the overlapping phases to reduce or eliminate the excess cost, and/or integrating funding options to address the cost as part of the agreement.